• Hybrid position, 3-4 days in the office, 2-3 days from home. 
  
  Position Overview:The Technical Support Specialist will provide exceptional customer service and technical support for a sales force automation application. The primary responsibility for this position is to provide technical phone support for the needs of pharmaceutical sales representatives.
  
  Responsibilities:Providing first-level problem determination and technical support for the needs of pharmaceutical sales representatives.
• Proactively maintaining communications with callers through the analysis and resolution process.
• Providing daily follow-up to ensure customer satisfaction.
• Tracking Open Tickets and keeping ticket histories current and complete.
• Performing outlined troubleshooting and information gathering prior to call escalation.
• Completing company/client reports on a weekly and monthly basis.
• Monitoring all customer support calls in the call-tracking system.
• Returning calls from customers, as well as entering new problems or requests into the call-tracking database on a daily basis.
• Documenting resolutions and offering suggestions for inclusion in the department knowledge base.
• Enthusiastically support and collaborate with the team to develop effective solutions.
• Ability to work flexible hours.
• Performing other duties and/or special projects as assigned.

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